Design Matters

Design for Services

Contents

Introduction
Design Matters
Max Bank:
Capitalising on service design Design for Services
Baltic:
Customer experience project

Design for Services

Further Resources

Design Wales

Calendar 2008/2009 September 2008

Design Matters
Design for Services

Contents
Introduction /03
Introduction
Max Bank: Capitalising on Service Design /04 – 07
Max Bank:
Baltic: Customer Experience Project /08 – 09
Capitalising on service design Design for Service /10 – 12
Baltic:
Customer experience project
Further Resources /13
Design for Services
Design Wales /14 – 15
Calendar 2008/2009 /16
Further Resources

Design Wales

Calendar 2008/2009

Contents
Design Matters
Design for Services
What is service design?
It’s relatively easy to understand
Contents how good design can add value to a
manufacturing business in the form of
Introduction easy to use and attractive products, or
packaging that fits perfectly into a target
market and even creative branding
Max Bank:
that raises awareness and increases
Capitalising on service design
demand. These outcomes of design are
produced by distinct design disciplines
Baltic:
but often produced in isolation with
Customer experience project the different types of design expertise
being compartmentalised.
Design for Services
Further Resources
Design Wales Vive Juicebars, a Welsh company
that explored their service journeys
Calendar 2008/2009 with support from Design Wales
Introduction
What’s more difficult to grasp is how
design can add any significant value
to the development of a service-
based business. Service science and
service innovation are well established
within management consultancy but
more recently ‘service design’ has
been emerging as a holistic approach
that utilises design methodology
and creativity to ensure a business
consistently delivers what its customers
want. The holistic approach of service
design maps every aspect of how
a customer becomes aware of and
interacts with a service, frequently
gaining insight from customers and
staff, and then applies creative and
often visual techniques to explore and
define the best solution. Understanding
customer needs and creatively finding
solutions are the core skills of every
designer – what’s new with service
design is the application of these skills
and the use of a diverse collection
of related techniques applied to truly
transform how a business might
function. This is illustrated here by a
case study from Denmark about the
Max Bank, a 100 year old business that
revolutionised the way it delivered its
services whilst retaining its core values
of integrity and security.
Gavin Cawood
Design Wales Operations Director
Every business is a
service business.
In addition to accepting that design
can be at the heart of how a service
business develops, a further challenge
is the realisation that every business in
every sector is experienced as a service
by its customers and as such should
review the design of that service to add
further value to their overall business
offering. By working with specialist
service design agency Engine, Design
Wales developed several case studies
to illustrate how service design might
benefit different types of business,
including manufacturers whose strength
has to date been based on technology.
These virtual case studies can be
found in a more detailed document
about service design in the ‘Resources’
section of the Design Wales website
www.designwales.org
Providing inspiration
and insight.
In 2006 a Design Wales seminar
provided an overview of service design
to over 70 delegates with input from
Orange, Guinness Storehouse and
Engine. Last year we produced a
comprehensive document that provides
greater detail and includes examples
of how small and medium sized
businesses could benefit.
We have now produced this digital
magazine to further highlight the
potential benefits of using design to
develop service businesses. In October
we will continue this theme when there
will be a unique opportunity
to hear how businesses from across
Europe manage both their new product
and service development - for more
details, visit the Design Wales website
(‘News and Events’ section).
An opportunity for
Welsh business and
Welsh design.
Many of the companies highlighted in
the press as successfully using service
design (such as Orange, Visa and Virgin
Atlantic) are large and usually already
used to investing in design. Several of
these have seen such a benefit that
they have recruited in-house service
design managers. Despite these
successful examples service design
is still only just emerging as a distinct
design discipline and as such we believe
it offers significant opportunities for
both Welsh industry in being able to
further add value to their offering
and specifically to the design sector
in developing expertise that will be
in increasing demand across the UK
and further afield
/03
Design Matters
Design for Services
When Max Bank decided that one of the ways
Contents
Max Bank: of changing from traditional bank to an
innovative, service-oriented bank would be to
change the interior design into a café setting,

Capitalising on service design

Introduction they made banking history. The investment in
service design did pay off. The year after the
Max Bank: implementation of café-banking, the Danish
Capitalising on service design bank had the best result in its 100-year
history of business.
Baltic:
Customer experience project

Design for Services

Further Resources

Design Wales

Calendar 2008/2009

/04
Design Matters
Design for Services
In 2001, one of Denmark’s oldest
Denmark has a well deserved banks, Max Bank, took the bold
decision to invest in service design;
Contents
reputation for good product and replacing its traditional counter
service with a café-style environment
Introduction furniture design but the following designed to put customers at ease
Max Bank: case study demonstrates how and transform the nature of their
relationship with the bank.
Capitalising on service design a well established business
Baltic: transformed itself using service The strategy paid off; the following
year, Max Bank had the best
Customer experience project design in order to meet the result in its 100-year history and
Design for Services changing needs of its customers. the highest customer satisfaction
ratings of all Danish banks. The café
concept earned Max Bank a place
Further Resources in Denmark’s 2006 Innovation Cup,
where it was picked as one of the
Design Wales
country’s most innovative companies.
Max Bank also represented Denmark
Calendar 2008/2009 at the Retail Institute’s international
retail conference as the most
innovative chain in Denmark.
Max Bank was established in 1901 in
Næstved, under its original name of
Håndværkerbanken (“The craftsmen’s
bank”). In 2004 it was rebranded as
Max Bank, to express the bank’s goal
of “going for the max” in the interest
of customers, shareholders and staff.
The bank employs around 200 people
in its eight branches across Denmark,
all of which have implemented the
unconventional café banking concept.
From Tradition to
Innovation: A New
Service Concept
Like most other banks, Max Bank used
to serve customers at the traditional
counter. But in the face of growing
competition, the bank developed a new
strategic plan in 2001 to develop the
best customer relations of any bank
in Denmark by shifting from tradition
to innovation. One element in this
comprehensive strategic plan was to
change the interior design to reflect
the bank’s values in a modern and
innovative way.
“To make banking a viable business
today, you have to stand out from
the crowd and be innovative. That is
the way to generate growth which
benefits the customers. We knew
that we had to differentiate ourselves
from the competition in order to
survive. And we were going to do
that by being different and by offering
the best service. To achieve this, we
contacted experts in different fields to
assist us,” says Hans Verner Larsen,
Managing Director of Max Bank.
A Make-Over
Designer and homeliness expert
Birgitte Rodh, consultancy firm Retail
Institute Scandinavia, and ad agency
COMING/1 were engaged to assist
in the bank’s make-over.
“We made a deliberate choice to
include competencies from a variety
of industries in connection with the
make-over of the bank, as we felt that
this would ensure the best result; the
designer has an important and crucial
role, as the designer’s creativity
brings new and different perspectives
into the problem-solving process,”
says Hans Verner Larsen.
Together with Retail Institute
Scandinavia the bank decided on
changing the interior design into a
café setting, making banking history
with the decision to replace counters
with sofas.
Although the new strategy meant
major changes, it was important for
the bank to remain true to its essential
values. Hans Verner Larsen explains:
“Although, in a sense, the café
concept helped introduce an entirely
new style in Max Bank, the café is in
fact just an extension and a reflection
of the bank’s values and history. We
have always been different and done
things differently. Hence, the café
concept was a good and credible
modernisation of the bank.”

Max Bank:
Capitalising on service design /05
Design Matters
Design for Services
New Design Holds
New Possiblities
Contents The café concept set new standards
for the way customers move through a
Introduction Max Bank branch and what they can
do while they are at the bank.
Max Bank:
In a traditional bank, the interior
Capitalising on service design
design tends to constrain customer’s
movements, as most service
Baltic:
transactions take place at the counter.
Customer experience project
The café setup offers the individual
customer more latitude. Additionally,
Design for Services
it helps create a less hierarchical
space, as there are no counters,
Further Resources
desks, or counselling areas.
Design Wales The bank’s focus on service design
helps put bank and customer on a
Calendar 2008/2009 more equal footing, which creates
the basis for a financial friendship.
“Max Bank’s café design presents
the bank as an open and laid-back
company with an emphasis on service
and an even dialogue. The café setup
also provides flexibility, as tables,
chairs and room-dividers are light
and mobile. This design concept
promotes mobility and personal
choice. Max Bank’s interior design
is a good example of user-oriented
service design,” says Birgitte Rodh.
Max Bank:
Capitalising on service design
Good Service is
Good Business
Max Bank has worked strategically
with service design to be able to meet
any customer’s needs and maximise
customer satisfaction. “In banking,
good service is crucial for the bank’s
ability to maintain its customer base
and bring in new customers to
generate growth. Café-banking lets
us adapt our services to the individual
customer. For example, parents can
bring their children, and while the
parents discuss bank matters over
a cup of coffee in the soft furniture,
the kids watch a cartoon in the pillow
corner with a bag of sweets. It is
crucial for Max Bank to provide good
service, as this turns a bank visit into
a welcome break for the customer,”
says Hans Verner Larsen.
While traditional banks place the
emphasis on short customer visits,
Max Bank has extended visits; the
café encourages customers to stick
around, laying the foundation for a
personal relationship between bank
and customer.
“Our focus on service design has
helped form the basis for the bank’s
close customer relations – and this
is, essentially, good for business,”
says Hans Verner Larsen.
A Homely Bank
While early versions of the concept
at first sight looked like a café inside
a bank, the latest Max Bank branch
in Århus looks more like a café than
a bank. Only the flat-screen monitors
displaying the latest economic figures
give anything away.
“We chose this interior design
approach because we wanted to
move the living room into the public
space and create a homely bank.
It offers the customers a safe and
natural environment and it’s a service
we want to offer because homeliness
provides a good basis for the meeting
between customer and bank,” says
Hans Verner Larsen.
The change also accommodates
shifting trends in the world of banking,
as most customers now handle their
everyday financial business online.
This means customers might only visit
their bank a few times a year, unless
the bank offers good, innovative
services – a trend that Max Bank
seeks to factor into the design of all its
branches, particularly the latest one.
/06
Design Matters
Design for Services
“We have used design to make the
new branch more informal in order
Contents to promote a homely and relaxed
atmosphere, and we have established
The challenge with the café concept /1 Recognise your limitations:
was that the traditional bank design
with counters and counselling areas
was gone, so the customers had to
Max Bank’s 6 steps Be open-minded, and allow yourself
to find inspiration in areas outside

Introduction
Max Bank:
Capitalising on service design
Baltic:
Customer experience project
Design for Services
Further Resources
Design Wales
Calendar 2008/2009
a wireless internet connection.
This lets customers handle their bank
business in front of the computer in a
homely setting. And that is a service
that our customers appreciate,”
says Hans Verner Larsen.
Design plays a key role in all Max
Bank’s branches. Both the overall
setting and the details have been
approached from a design perspective
to ensure consistency and a clear
design philosophy. The Århus branch
in particular expresses a strong
awareness of service design. Birgitte
Rodh suggested the use of wood in
the interior design because as an
organic material that takes a long time
to mature, it indirectly emphasises the
bank’s core values of time and quality.
A Chance that Paid off
Despite the thorough groundwork,
launching the café concept meant
taking a risk. Hans Verner Larsen
explains: “A distinct service design
may attract new customers, but it also
risks putting off existing customers.
So we considered it carefully before
we gave the go-ahead for the idea
of combining bank and café.”
to successful
get used to the idea of discussing
private financial issues in an open,
public space. Despite this challenge,
management decided to take the
service design:
chance, based on a strong belief that
design pays off and a certainty that
the café concept was the right idea
for modernising Max Bank.
What does the
Future Hold?
Max Bank is part of a growing market
with rapid development and numerous
new competitors. The bank has to
continue to be innovative and improve
its service design, if it is to keep the
title as Denmark’s most customer-
friendly bank.
“The evaluation of the experiences
from Århus will form the basis for an
assessment of the café concept and
its future in other branches. But I can
easily imagine a Max Bank in central
Copenhagen, because our café
concept forms the basis for good,
customer-friendly service. That is why
Max Bank is also going to be among
the future banks in Denmark,”
Hans Verner Larsen concludes
your own immediate settings.
/2 Ensure clarity:
You must be aware of your own values
and goals from the outset. Define your
objectives and expectations of the
project, and make sure that they match
the designer’s goals and expectations.
/3 Find the right designer:
Do some market research and listen
to recommendations.
/4 Include design
from the outset:
Include the design aspect in all work
processes. That ensures the best
and most consistent result.
/5 Get involved:
Be active, and take part in the design
process. It is important that you have
a key role in managing the process.
/6 Be committed:
Involve the entire company in the design
process. This gives all employees a
sense of ownership over the project.

Note: This article is a summary of the case

study published by the Danish Design Centre
DDC, text by Sanne Lund Hansen. The full
version of this story can be downloaded from
http://ddc.dk/ERHVERV/designcases/
Maxbank_case

Max Bank:
Capitalising on service design /07
Design Matters
Design for Services

Contents
Baltic:
Customer experience project
Introduction

Max Bank:
Capitalising on service design

Baltic:
Customer experience project

Design for Services

Further Resources

Design Wales

Calendar 2008/2009

/08
Design Matters
Design for Services
The following case study highlights
Services are delivered through a how specialist service design company
live|work engaged staff from the
Contents
dynamic system of people, pro- BALTIC Centre for Contemporary
Art in understanding customers’
Introduction cesses, technology and probably expectations and experiencing
Max Bank: other services. Understanding the their service in relation to others in
the area. Live|work recently partnered
Capitalising on service design various aspects of this system with BALTIC, Centre for Contemporary
Baltic: requires a diverse range of tech- Art in Gateshead in North East
England [http://www.balticmill.com]
Customer experience project niques and engagement with staff to help create and prototype new
Design for Services and customers. customer experiences. By working
closely with a group of 16 members of
staff from different levels across the
Further Resources whole organisation, the project looked
at improving the existing customer
Design Wales experience through co-design with the
staff. This is their story…
Calendar 2008/2009
The project began with the staff being
given Camera Probes to record what
they believed to be good and bad
customer experiences both in and
out of BALTIC. The results provided
the group with a set of key customers
Baltic:
Customer experience project
‘needs’ and possible ‘opportunities’
on which to base the new service
proposals. The next stage asked the
staff to act as customers when they
were sent out on Service Safaris.
Each of the five Safaris involved a
different type of customer experience,
ranging from visiting McDonalds,
buying a book from Waterstones, to
spending the day at the local Sea-life
centre. These experiences allowed
the participants to understand how
services work outside of BALTIC and
reflect on how they compare to the
services that BALTIC provides. The
output of these tasks was used as
the inspirational material for the next
stage of the project.
Using the needs and opportunities
uncovered from the Service Safaris,
the staff rapidly generated over 140
ideas on how to improve the BALTIC
visitor offer. These sketched ideas
ranged from small detailed changes
in the existing customer experience
to large scale ambitious projects for
the future.
Throughout the project, a blog was
used to record and archive the
workshop outputs, including service
safaris, sketches and prototype
findings. This password protected
web space was used during and
after the project by both live|work
and BALTIC staff.
Having voted on which concepts to
take forward, the staff created rough
prototypes of their ideas (including the
use of cardboard and sticky backed
plastic) to test on the public and
other BALTIC staff in real time during
gallery opening hours and quickly
assess their viability and success.
Each group recorded the impact and
findings from their prototyping session,
which in turn enabled them to plan the
next prototype iteration and potential
for implementation across BALTIC.
The staff successfully prototyped
four service propositions and are
currently planning the next stage of
development. In order to sustain the
use of service design in improving
the customer experience, live|work
introduced an Ideas Wall to help all
staff members track the development
of existing and new service ideas they
may have. And enable them to make
their idea’s progress visible to
all BALTIC employees.
The response from staff has been
integral to a real shift in culture in the
organisation, and the collective impact
of even the smallest ideas has made
a significant difference to the visitor
experience.
“It’s amazing how many great
ideas we’ve all come up with that
I personally feel will set a precedent
and make BALTIC the envy of other
arts organisations! It’s also made me
re-evaluate my role as a consumer of
services in my day-to-day life. When
you give or receive praise it’s brilliant,
but you can also see reasonable
criticism as being even more valuable,
a chance to improve; in most cases
criticism happens because people
care, not because they want to be
difficult.” Staff Member, BALTIC
Note: This case study was kindly provided by
live|work www.livework.co.uk
/09
Design Matters
Design for Services

Contents

Introduction
Design for Services
Max Bank:
Capitalising on service design

Baltic:
Customer experience project

Design for Services

Further Resources

Design Wales

Calendar 2008/2009

/10
Design Matters
Design for Services
In this age of commoditised products Today 89% of SMEs in Europe operate
To show how a company might start to reflect upon the and services, where the customer
experience begins long before a sale
in some form of service industry.
Twenty million people in the UK work
Contents
design of the services they offer, we asked specialist is made and competition is no longer in service organisations. The service
about price alone, companies are economy now accounts for 72% of
Introduction service design company Engine to describe their approach. under increasing pressure to provide the UK’s gross domestic product,
Max Bank: The full document is available from the ‘Resources’ section memorable, personalised, customer- according to the Office for National
focused services. To differentiate Statistics. The WP Carey School of
Capitalising on service design of the Design Wales website but here Basheera Khan themselves from their competitors, Business has found that in the USA
Baltic: highlights some of the key messages. companies need to recognise and France, services comprise 80%
themselves as service providers and and 71% of the GDP, respectively. The
Customer experience project strive to make what they do more importance of services to the economy
useful, usable and desirable will continue to grow, especially in
Design for Services for their customers. industrialised countries. The added
value created by services can be
Further Resources far greater than that of products.
As a simple example, when coffee
Design Wales beans are sold as an unprocessed
commodity they have little value
Calendar 2008/2009 unless sold in bulk. If those beans
are roasted and packaged the added
value, potential price and opportunity
for differentiation is much greater.
Several steps beyond this would be to
The five fundamentals offer a freshly brewed cup of coffee,
of good service at which point the opportunities to add
value through service become even
greater. Companies such as Starbucks
take this even further by employing
experienced baristas to serve a wide
range of drinks (but still focused on
coffee) in a comfortable environment.
They are no longer simply offering
a cup of coffee, but a consistent
experience to be shared with
friends that will encourage customer
loyalty, allow differentiation from the
competition and increase profit.

Design for Services /11

Design Matters
Design for Services
Like products, services
can also be designed
Contents Service design is a very powerful tool.
A key element of undertaking the
Introduction design of a service requires an analysis
of all the points of contact between
Max Bank: the customer and the service provider.
Capitalising on service design These are usually called ‘touch points’,
and include the brand, customer-
Baltic: facing staff, environments, sales and
Customer experience project communications materials and channels.
For this reason, design for service is a
Design for Services
very practical approach to implementing
a wider, design-led business strategy.
Further Resources Small businesses can use design
as a creative and accessible form of
Design Wales business planning to align their strategy,
brand and communications around
Calendar 2008/2009 propositions that enhance customers’
experiences. Businesses can use design
holistically to identify where, when
and how a service can be improved
and made more valuable to those who
provide and receive it. We live in the
service century, where even something
as small as going to the grocer’s can
either be a trial or a pleasant experience
that adds to the overall happiness of
one’s day, and happy customers are
more likely to return.
Design for Services
Everyone is a
service provider
The distinction between products and
services continues to blur, and as such
good customer service is becoming
a key differentiator for any type of
company. It is the whole experience,
before, during and after the sale that
really counts. Customers are willing
to pay a premium for products and
services that help make their lives
easier, more enjoyable and exciting.
Established companies such as Apple
and IBM are developing services for
their customers, realising that their
products act as gateways or enablers
of these services. The classic example
is Apple and the integration between
the iPod and iTunes. IBM is also no
longer positioning itself as a hardware
manufacturer, but rather as a service
provider by offering full IT solutions
for its clients.
Because every organisation, like
it or not, is a service provider, staff
need to realise that they are service
providers too. The telecoms engineer
who goes up the mast to make sure
that everything is working properly
has just as much influence on the
service experience as the courier
whose manners and behaviour affect
a customer’s experience. The main
implication of those differences is
that services, as opposed to products,
rely on the interactions between
the customers and providers of
the service
The complete “Design for Service”
document is available for download from
‘Resources’ found on the main menu of
the Design Wales website
www.designwales.org
/12
Design Matters
Design for Services

Contents
If you would like to find a designer to help Service Design
you with your ideas you can search Design
Introduction The full version of the Service Design publication produced by
Directory Wales which lists designers in all Design Wales is available to download from the ‘Resources’
section at www.designwales.org
Max Bank:
Capitalising on service design disciplines based in Wales: Design Council: Service Design by Bill Hollins
Baltic: www.designdirectorywales.org http://www.designcouncil.org.uk/en/About-Design/Design-
Disciplines/Service-design-by-Bill-Hollins/
Customer experience project
You can also contact Design Wales who can Service Design Network
Design for Services help you identify the right designer for your http://www.service-design-network.org
Design Innovation Education Centre (DIEC) – Centre for Service Design
Further Resources project. enquiries@designwales.org http://diec.onene2dev.raki.enigmainteractive.net/page/index.cfm
Service Design Conference, Copenhagen 2008
Design Wales http://www.ciid.dk/symposium/sds/

Calendar 2008/2009 International Service Design event, Northumbria 2006

http://www.cfdr.co.uk/isdn/
Copenhagen Institute of Interaction Design
http://www.ciid.dk/
Designing for Services: research into service design in science
and technology-based enterprises
http://www.designingforservices.typepad.co.uk/
Summary of last 30 years of Service Design literature
http://www.howardesign.com/exp/service/
Succeeding through Service Innovation, Cambridge 2007
http://www.ifm.eng.cam.ac.uk/ssme/
Service by Design programme, Birmingham City University
http://www.servicebydesign.uce.ac.uk/
Blog: Jeff Howard – Design for Service
http://designforservice.wordpress.com/
Blog: Experientia Service Design blog
http://www.experientia.com/blog/category/service-design/
Podcast: Emergence conference 2007
http://www.design.cmu.edu/emergence/2007/

Further Resources /13

Design Matters
Design for Services

Contents

Introduction
Design Wales
Max Bank:
Capitalising on service design

Baltic:
Customer experience project

Design for Services

Further Resources

Design Wales

Calendar 2008/2009

Paul Bello presenting at the Service Design

Seminar – Cardiff, 15 June 2006 /14
Design Matters
Design for Services
The only real alternative to the challenges
Design Wales was established with faced by business today is to add value
to new products and services through
Contents
the aim of helping business realise the application of knowledge and
innovation. Achieving success requires
Introduction the direct benefits that design offers design to transform business plans into
Max Bank: and to point the way to a more marketable products and services.
Capitalising on service design sustainable Welsh economy. Wales’ There is now a significant body of
Baltic: experience of the growing impact of evidence testifying to the fact that
good design results in real benefits
Customer experience project globalisation over the past twenty for business. It has been established
Design for Services years or so has made it obvious that a business that increases its
investment in design is more than
that attempting to compete on price twice as likely to see its turnover grow
Further Resources as a business that doesn’t.
alone is not a viable, long-term
Design Wales option for Welsh business. Part of encouraging business to
commit to design entails making it
Calendar 2008/2009 clear that while design is concerned
with how a product functions, looks
and is promoted there is more to it.
For design to play a role in achieving
a sustainable advantage over the long
term it needs to become an integral
part of the management and culture
of a company.
Particularly in smaller companies
adopting a design-led approach
can be a catalyst for real change.
You simply can’t undertake effective
design without market intelligence,
user insight, some level of formal
process and investment; all of
which takes commitment from the
top and should touch every corner
of the business. Businesses that
adopt design as a key part of their
operations and strategy will find that
it can transform the culture of the
organisation to one that is pro-active,
outward-looking and confident.
Design Wales
Design Wales have design specialists
with the knowledge and experience to
help resolve specific technical issues
or develop a longer term approach to
new product/service development.
The current advisory team includes
those with experience in product,
fashion, textiles, graphics, branding,
web, packaging and eco-design.
Resolving technical
issues and supporting
specific projects.
Design Wales can provide technical
advice on issues such as sourcing
materials, manufacturing techniques,
understanding regulations and
environmental best practice. For
specific projects we can advise on how
to manage the design process, define
your project needs via a good briefing
document, help select appropriate
external design expertise or develop
an in-house capability.
Design and business
over the long term.
A key goal of Design Wales is to
encourage and facilitate more Welsh
companies into adopting design
over the long term – looking ahead
beyond an immediate project and
making design an integrated part
of future business planning and
product development.
For most small and medium sized
businesses the management of design
is relatively simple in relation to the
potential benefits, but like good design
it doesn’t happen by accident.
Design Wales can work with you to
discuss how design might benefit
your business overall, review how you
currently manage individual projects
and advise how design can become
an integral part of your operations
and culture.
Free evaluation
and support.
Whether for specific issues or a more
general discussion, the specialists
within Design Wales can provide you
with the support that will help your
business realise its full potential
Telephone 0845 3031400 or
e-mail enquiries@designwales.org
www.designwales.org
In the last five years Design Wales
has made 4,700 specialist advisory
visits to industry and undertaken over
60 large scale events and workshops.
In addition to assisting Welsh
industry Design Wales undertakes
specific support and activities for
the creative industries, the education
sector and leads both UK and
European networks on design
support and promotion.
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Design Matters
Design for Services /September
10th September 2008,
10am–12noon
Brand Essentials Workshop
Contents
“Reinforcing your brand
Introduction with new media”
Taste of Enterprise,
Merthyr
Max Bank:
Capitalising on service design 16th September 2008,
10am–12noon
Baltic: Brand Essentials Workshop
Customer experience project “Introduction to Branding”
Centre for Business, Newport
Design for Services 25th September 2008,
1–3pm
Further Resources Brand Essentials Workshop
“Reinforcing your brand
Design Wales with new media”
Cardiff (Welsh Music Foundation)
Calendar 2008/2009 26th September 2008,
1–3pm
Brand Essentials Workshop
“Introduction to Branding”
Food Technology Centre, Ceredigion
30th September 2008,
10am–12noon
Brand Essentials Workshop
“Introduction to Branding”
Chapter, Cardiff
Calendar 2008/2009
Design Wales forthcoming events
/October 14th October 2008, /December /February
1st October 2008, 10am–12noon 2nd December 2008, 10th February 2008,
9.30am–1pm Brand Essentials Workshop 10am –12noon 10am –12noon
Trend Style & Colour Seminar “Introduction to Branding” Brand Essentials Workshop Brand Essentials Workshop
Venue Cymru, Llandudno Centre for Business, Newport “Introduction to Branding” “Introduction to Branding”
15th October 2008, Chapter, Cardiff Chapter, Cardiff
7th October 2008,
10am–12noon 10am–12noon 9th December 2008, 26th February 2008,
Brand Essentials Workshop
Brand Essentials Workshop 10am–12noon 10am–12noon
“Reinforcing your brand “Introduction to Branding” Brand Essentials Workshop Brand Essentials Workshop
with new media” Llandudno “Introduction to Branding” “Introduction to Branding”
Tredegar 17th October 2008, Centre for Business, Newport Merthyr Tydfil
8th October 2008, 5pm–7pm 11th December 2008,
10.30am–4.30pm Winning without 1–3pm
Trend Style and Colour Seminar Pitching – Blair Enns Brand Essentials Workshop
The Vale Hotel Golf and Spa Resort, Techniquest,Cardiff “Introduction to Branding”
Hensol 21st October 2008 Techniquest, Wrexham
9th October 2008, Brand Essentials Workshop
10am–1pm “Introduction to Branding” /January
Student Design Event Southeast Wales 13th January 2008,
Odeon, Swansea (date and venue tbc) 10am–12noon Spaces for all the above events
Brand Essentials Workshop are limited and require registration
13th October 2008, “Introduction to Branding”
10am–3.30pm /November in advance.
10th November 2008 Chapter, Cardiff
International Workshop Please note that dates and venues
for Design Support (IWDS 2008) Brand Essentials Workshop 21st January 2008, maybe changed without notice.
St David’s Hotel, Cardiff “Introduction to Branding” 10am–12noon
To avoid inconvenience, please
Southeast Wales Brand Essentials Workshop
13th October 2008, contact Design Wales to confirm
(date and venue tbc) “Introduction to Branding”
5pm–6.30pm the above events will take place
11th November 2008, Galeri Caernafon, Caernafon as scheduled.
Success from Design – DME
European Showcase (in 10am–12noon 27th January 2008, For further information, please
partnership with DME Design Brand Essentials Workshop 10am–12noon contact enquiries@designwales.org
Management Europe Award) “Introduction to Branding” Brand Essentials Workshop
or visit www.designwales.org
Wales Millennium Centre, Cardiff Chapter, Cardiff “Reinforcing your brand
with new media” To register for Brand Essentials
14th October 2008, 25th November 2008,
1–3pm Southeast Wales Workshop, please contact
10am–3.30pm (date and venue tbc) Victoria Jones 0845 303 1400/
New Product & Service Brand Essentials Workshop
“Introduction to Branding” vjones@designwales.org
Design Development
St David’s Hotel, Cardiff Food Technology Centre, Ceredigion
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Designed by: Sweet [www.sweetcreative.co.uk]